The Role

Receives maintenance requests (phone, online), and enters/processes in the work order system. Dispatches work orders for scheduling. Provides related customer service to staff and tenants (housing, commercial). Provides administrative support to divisional management.

Duties/Responsibilities

• Enters maintenance requests (received by phone, online) to computerized system to create work orders (demand, corrective, environmental, emergency). Triages/determines priority per set criteria, and follows up to clarify information (e.g., account numbers). Dispatches work orders for scheduling, and monitors and closes out work orders. Coordinates work orders for after-hours events, per set criteria. Runs related reports for management.
• Monitors email in-boxes from internal and external partners; reviews and electronically files reports and enters TSSA (Technical Standards and Safety Authority) requirements in database.
• Notifies supervisors and/or facilities management operators regarding emergencies. Contacts/ dispatches maintenance staff and pre-approved contractors for demand/emergency work orders, or redirects to management for approval or to relay information.
• Contacts utility companies regarding information and locates.
• Processes invoices and p-card transactions for divisional staff. Verifies expenses are coded properly per work orders; identifies and follows up on discrepancies. Submits to supervisor for approval. Enters to financial system.
• Maintains and distributes staff on-call rotation schedule and related documents.
• Responds to inquiries from staff and tenants regarding work order status.
• Maintains filing and tracking systems and data including for regulatory compliance (e.g., staff contact information, qualifications; building/equipment information; lists; fire extinguisher, elevator, WSIB certificates; utilities, electrical; inspections, contractors/vendors).
• Makes recommendations to management regarding, and maintains office and administrative processes, procedures, and systems (e.g., process flows, customer service scripts).
• Provides administrative support (e.g., filing, copying, minutes, agendas) and coordinates meetings (rooms, catering, supplies, equipment) for the divisional management team. Orders office supplies. Arranges servicing of office equipment. Processes mail.
• Backs up some scheduling and administrative duties of other divisional staff, as required.
• Works independently and prioritizes work based on criteria established by management.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge and skills in office procedures, communication, word processing, and general accounts receivable/payable are acquired through a grade 12 education plus 2 years of related office experience.
• Knowledge of terminology and operations related to a facilities or project management environment.
• Knowledge of and ability to comply with policies, procedures, and any related legislation.
• Organization and attention to detail skills with ability to prioritize work to meet timelines; enter and maintain accurate data; and identify and follow up on incomplete information.
• Communication and customer service skills to respond to maintenance requests and elicit information from staff and tenants; exchange information with vendors, contractors, and other staff; and participate as an effective team member.
• Ability to read and understand policies, procedures, work orders, invoices, and purchase orders.
• Ability to create and maintain clear, concise work orders, records, reports, standard letters, and meeting minutes.
• Computer skills with ability to use software such as Microsoft office applications and a work order management system. Ability to operate a two-way radio.
• Ability to travel within Waterloo Region.
• Ability to support and demonstrate the Region’s values.